Case Services Officer (Complaints)
| Posting date: | 09 March 2026 |
|---|---|
| Salary: | £30,105.50 per year, pro rata |
| Hours: | Part time |
| Closing date: | 22 March 2026 |
| Location: | Canterbury, Kent |
| Remote working: | On-site only |
| Company: | Canterbury City Council |
| Job type: | Temporary |
| Job reference: | CCC0771 |
Summary
The Case Services team are looking for a new fixed term, part time (12 hours a week) Case Services Officer (Complaints) to join them at Canterbury City Council.
If you have a proven record of dealing with difficult situations, have attention to detail and prioritise customer service then this is an exciting opportunity for you to be an integral part of our complaints support service.
What’s in it for you?
Salary of £30,105.50 pro rata per annum
Flexible, hybrid working - we understand the importance of a good work-life balance.
Local government pension scheme.
Employee perks, including multiple retailer and lifestyle discounts to help you get the most out of your money and enjoy your free time.
An easier commute: free use of Canterbury’s Park and Ride, flexi bus tickets, reduced train season tickets and a cycle to work scheme.
Stay healthy: Access to free counselling, advice and webinars through our employee assistance programme.
As you will be part of Case Services this could lead to other opportunities for you to support with and understand other roles in the Council which will develop your future career.
About this Case Services Officer (Complaints) job opportunity in Canterbury:
You will be part of a team of customer focused officers who provide efficient and effective support services across the Council for both internal and external customers.
Here’s what you’ll get up to:
You will be delivering customer facing services by receiving, triaging and processing complaints and enquiries using the council’s complaints handling systems.
You will ensure that our MP and Councillor enquiries on behalf of their constituents are logged, circulated and responded to appropriately.
You will work with internal stakeholders and managers to ensure that complaints and service enquiries are responded to appropriately and within the statutory timeframes.
The Job Family for Case/Corporate Case Officers at level 2 details the general expectations of team members who join our team.
Your Case Services’ working pattern
Fixed term position to the 31 December 2026 covering internal secondment.
Part time position (12 hours a week) working 4 hours a day as detailed:
Wednesday afternoon
Thursday afternoon
Friday morning
We offer generous annual leave entitlement of 23 days annual leave, plus Bank Holidays (pro rata) and 3 given days over the Christmas holiday period when our main offices are closed
Hybrid role working from home and in the office
Core business hours 8:30-5:00
About you, the ideal Case Services Officer (Complaints)for the job:
Your knowledge:
Knowledge of statutory requirements for complaint handling
Your experience:
Previous experience processing and responding to complaints
Providing excellent customer services
Your skills:
Attention to detail
Ability to summarise and clearly articulate complaints
Ability to write with independence and empathy to a range of audiences
Organisational skills
Your qualifications:
Good standard of English and Maths at GCSE grade 4 or above
So, if this job opportunity in Canterbury, Kent looks right for you please apply today! Simply click the “Apply Online” button and create your account to begin your application form.
For an informal chat to find out more about the role or what it's like to work for Canterbury City Councils Case Services team, please contact Kirstie Willerton on 01227 910783 or email kirstie.willerton@canterbury.gov.uk
Interviews are planned to take place on 31st March or 1st April 2026.
If you have a proven record of dealing with difficult situations, have attention to detail and prioritise customer service then this is an exciting opportunity for you to be an integral part of our complaints support service.
What’s in it for you?
Salary of £30,105.50 pro rata per annum
Flexible, hybrid working - we understand the importance of a good work-life balance.
Local government pension scheme.
Employee perks, including multiple retailer and lifestyle discounts to help you get the most out of your money and enjoy your free time.
An easier commute: free use of Canterbury’s Park and Ride, flexi bus tickets, reduced train season tickets and a cycle to work scheme.
Stay healthy: Access to free counselling, advice and webinars through our employee assistance programme.
As you will be part of Case Services this could lead to other opportunities for you to support with and understand other roles in the Council which will develop your future career.
About this Case Services Officer (Complaints) job opportunity in Canterbury:
You will be part of a team of customer focused officers who provide efficient and effective support services across the Council for both internal and external customers.
Here’s what you’ll get up to:
You will be delivering customer facing services by receiving, triaging and processing complaints and enquiries using the council’s complaints handling systems.
You will ensure that our MP and Councillor enquiries on behalf of their constituents are logged, circulated and responded to appropriately.
You will work with internal stakeholders and managers to ensure that complaints and service enquiries are responded to appropriately and within the statutory timeframes.
The Job Family for Case/Corporate Case Officers at level 2 details the general expectations of team members who join our team.
Your Case Services’ working pattern
Fixed term position to the 31 December 2026 covering internal secondment.
Part time position (12 hours a week) working 4 hours a day as detailed:
Wednesday afternoon
Thursday afternoon
Friday morning
We offer generous annual leave entitlement of 23 days annual leave, plus Bank Holidays (pro rata) and 3 given days over the Christmas holiday period when our main offices are closed
Hybrid role working from home and in the office
Core business hours 8:30-5:00
About you, the ideal Case Services Officer (Complaints)for the job:
Your knowledge:
Knowledge of statutory requirements for complaint handling
Your experience:
Previous experience processing and responding to complaints
Providing excellent customer services
Your skills:
Attention to detail
Ability to summarise and clearly articulate complaints
Ability to write with independence and empathy to a range of audiences
Organisational skills
Your qualifications:
Good standard of English and Maths at GCSE grade 4 or above
So, if this job opportunity in Canterbury, Kent looks right for you please apply today! Simply click the “Apply Online” button and create your account to begin your application form.
For an informal chat to find out more about the role or what it's like to work for Canterbury City Councils Case Services team, please contact Kirstie Willerton on 01227 910783 or email kirstie.willerton@canterbury.gov.uk
Interviews are planned to take place on 31st March or 1st April 2026.
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